Grid computing is not a new concept, but it is only recently that it has been combined with Voice over Internet Protocol (VoIP) technology to provide internet-based telecommunications services. This innovative technology can ensure a fully redundant system for greater reliability, unlike traditional models. Redundancy is the duplication of critical components or functions of a system with the intention of increasing reliability of the system, usually in the case of a backup or failsafe. Full redundancy means that there is at least one idle back-up component for every active component of the system.
Traditional contact center software solutions, even cloud-based ones, use a centralized server model. The differences between this and grid computing are vast. In a system that operates on a centralized server, all calls come into that server and then are routed out to individual agents. This means that if that central server goes offline for any reason, so does your entire contact
Grid architecture technology, such as 3CLogic's V-TAG,uses the combined power of all active individual agents’ PCs to route calls through the system. So, if one PC fails, calls are merely diverted to the others in the system, drastically reducing the chance of an outage even happening. Only grid architecture can offer full redundancy because it harnesses the idle power of agents' computers to continue operations.
Want to see it in action? Check out our whiteboard video!